Senior Manager, eCommerce Fan Services

Universal Music Group, Inc.

Senior Manager overseeing eCommerce Fan Services under Universal Music Group. Responsible for customer service operations and ensuring a high-quality customer experience.

Posted 5/15/2026full-timePhiladelphia • New York, Pennsylvania • 🇺🇸 United StatesSenior💰 $79,190 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Ensure customer inquiries are handled accurately and within established service-level expectations
Partner with the Vendor Manager to support appropriate staffing levels, particularly during peak periods
Drive consistent adoption of customer service policies across agent teams
Communicate policy updates and operational changes clearly and efficiently to agents
Lead weekly check-ins with key stakeholders to review customer service performance and trends
Partner with client management to review and create polices and customer communication as needed
Collaborate with international customer service teams to resolve escalated issues and align on policies
Compile and distribute weekly customer service performance and status reports to stakeholders
Proactively share customer insights, recurring issues, and operational risks to inform decision-making
Support the development of customer service presentations and ad hoc reporting as needed

Requirements

What you’ll need

Bachelors Degree in business or related field preferred
3+ years management experience
5+ years customer service experience
Strong verbal and written communication skills
Exceptional leadership skills with the ability to coach and drive results
Ability to recognize situations that need to be escalated
Independent thinker; able to make meaningful decisions based on each situation
Excellent follow-up skills and 100% follow through on commitments
Result and action-oriented, resourceful and efficient
Strong work ethic, highly motivated, upbeat personality, team player
Ability to analyze and report on trends and issues
Strong computer skills; Microsoft Office, Internet search skills

Benefits

Comp & perks

Comprehensive medical, dental, and vision coverage
100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service experiencemanagement experiencetrend analysisreportingpolicy development

Soft Skills

verbal communicationwritten communicationleadershipcoachingdecision-makingfollow-upresourcefulnessmotivationteamwork

Certifications

Bachelor's Degree